I've been a customer of this store since they were located across from Puck's Alley ( maybe 15 years ago?) and I've noticed the level of customer service slowly decline over the years. Last week I had an incident with them that not only prompted me to write this post, but also made me decide I will never come back to this store again.
I found a MTG single listed at $9.35, so I put all 5 copies in my cart and proceeded to checkout. Upon trying to pay for the items, the total price of my cart was immediately raised from about $47 to $100, each card now being priced at $20. Shocked and confused, I refreshed my cart and now each card was $25, and the total I was asked to pay was $125 instead of the $47 asked originally. All of this happened in less than a minute.
What happened next is incomprehensible. I contact their customer service and they reply via email saying things like, "wow we've never seen this happen in all our years of business" and "it was some type of fluke that our 'price adjustor' just so happened to update the price of the cards while you were trying to purchase them." .....
Like, c'mon. Give me a break. Call a spade a spade and just say that you stopped my order and increased the price because you weren't happy with the price that I was purchasing it at from your store. Don't feed me a ton of BS about flukey timing and coincidences. Just be honest. Period. Instead, I just got a bunch of tiring emails from them trying to justify the increase in price and constantly telling me I wasn't targeted specifically.
....ok, the fact the you keep telling me that really just implies to me that I indeed was targeted specifically.... moving on...
So I ask if my original price will be honored since it was in my cart, and through no fault of my own I tried to purchase but was stopped. it also doesn't hurt that I've been a customer for over 15 years and have given them business through my friends that I introduce to the store. They reply that they have no way of knowing that the cards were really in my cart....
Ok... so.... by their admission the price of the card jumped from $20 to $25 in less than a minute, apparently because $20 was the incorrect price as well, but they don't believe the cards were in my cart. So to them, I stumbled upon the original price of $9, then stumbled upon the card at $20 in the single minute of the entire day that it was this price, and then stumbled on it again at $25.
HELLO GUYS! USE THE BRAIN.... you can see why these emails were so frustrating, because very obvious simple things were being misconstrued to fit their narrative, but their narrative lacked common sense. Obviously the cards were in my cart and I saw you change the price on me twice within a minute as they were IN MY CART, doesn't that make more sense to you than me coincidentally stumbling on a given price that was there for less than a minute during the entire day? You changed the price of the cards I was about to buy as I was purchasing, doesn't that make more sense to you than some elaborate story about a price adjustor working on the exact same card in your hundred thousand mtg inventory at the exact same time as I was trying to purchase?
SO over about $70 dollars and some exhausting emails, they lost my business and whatever business I brought to them through my friends. To me, it doesn't show much business sense on their part, but at this point I have no idea what's going on over there. I will say I think the staff should take a step back and think through things before they act. They seem like pretty intelligent guys but these actions prove otherwise. I feel bad for the owners, the adult couple I would always see in there hosting all the kids. I hope they know what's going on with the staff and that customers aren't satisfied. The intelligence and response of the staff in this incident drove me away from this store, and I'm sure I'm not the only one.
The real kicker: As of today, the card is back to $20 because apparently the $25 price tag was too bold on their part. And yes, all 5 copies still remain in inventory. The art of price gouging by da planet.
Maybe you guys should hire me to "adjust" your price because the guy doing it for you is awful at it. read more